Technology Review


IT Live Ltd will undertake a thorough review of the technology employed by the customer. This will include a full audit process of the hardware, software and their implementation within the customers’ environment.

Supportability Study

Based on the findings of the previous review processes, IT Live Ltd will produce a detailed Supportability Study. This will describe the current infrastructure and highlight potential points of failure or concern. The purpose of the study is to allow IT Live Ltd and the customer to clearly understand the support issues and the potential impact a systems failure will have on the organisations business process. This document becomes the business case for the implementation of a support contract.

Business Process Review

Initially IT Live Ltd will need to clearly understand the customers’ business process and how the technology is used as a business enabler. This activity will quantify the business critical elements of the technology and will allow IT Live Ltd to review current business support mechanisms operating within the organisation.

Support Methodology 

At this point it will be possible for IT Live Ltd to develop a Support Methodology that meets the specific needs of the customer. This will detail the systems that require support, when they need that support and what skills and technologies are needed in providing the support. This methodology will be detailed in a Service Level Agreement (SLA) and a formal Contract will be agreed too by both parties. This support could be in the form of telephonic support, on-site support or remote support, or a combination of these, depending on the customers’ specific situation.

Process Evaluation

The ongoing support process is constantly evaluated for adherence to response times, repair times, system availability and the overall effect on the business process. Regular reports are compiled detailing support issues and recommended improvements to the process.

Implementation 

IT Live Ltd will now be in a position to implement the processes detailed in the contract. Typically this phase includes the deployment of remote management and monitoring tools, the creation of site support documentation and software libraries, customer specific training and the launch of the live support service.